Reg ICT Officer (Infra-Hub L)

Regional ICT Officer (Infrastructure- Hub Lead)

ORGANIZATIONAL CONTEXT:

Under the supervision of Head, ICT Field Operations Unit in HQs, the incumbent of this position will administratively report to Deputy Director of Americas Bureau based in Panama and will have the following:

Supervision provided
¿ Responsible for managing the Panama Hub and administrative supervision of all staff in the Panama
¿ The RICTO is accountable for the infrastructure in the country of operations, development and implementing infrastructure deployment and support in the Americas. With the Head, ICT Field Operations Unit, they will define and implement the Infrastructure and application plan, taking into account local constraints and cost effectiveness
¿ Be responsible for coordinating and/or supervising the work of  Service Desk staff and providing leadership and guidance to other ICT staff in the Americas region

Size and scope of role
¿ Understanding the current and potential future need for infrastructure within the region
¿ Ensures that the infrastructure and applications requirements for all UNHCR offices are understood, and that staff are supported in the use of UNHCR corporate applications, with a primary focus of those mainly in use in the field (e.g. registration systems)
¿ For additional information about the skills related to this role please refer to the DIST Job Family and Skills document

Main relationships
¿ With other  ICT Staff  in the region to manage the applications and infrastructure
¿ With local ICT staff in field locations to provide advice and guidance on applications and infrastructure
¿ With the Head, ICT Field Operations Unit, and Chief, ICT Customer Services Section to plan and agree the approach to managing applications and infrastructure in the field
¿ With local operations staff to understand the ICT needs of field offices
¿ With 2nd line Applications Support staff in the Panama Hub to resolve application and infrastructure  issues effectively

FUNCTIONAL STATEMENT:

Accountability
¿ Administrative operation of the Panama Hub
¿ Provision and support of all ICT Infrastructure and Applications in their region
¿ Developing and implementing a regional ICT applications plan

Responsibility
Standards, Policies and Processes
¿ Adhering to Service Management processes, policies, SLAs and standards, and ensuring that Field ICT staff support comply with these also

Service Delivery
¿ Representing DIST in the region, providing a point of presence for important processes:
o Portfolio Management and governance, with the Portfolio Management Officer
o Compliance with technical architecture as defined by the Deputy Director, Technical Authority
o Ensuring effective and efficient service delivery for the region, representing the ICT Business Relationship Management function where necessary
¿ Ensuring that the operational infrastructure requirements of each UNHCR office are understood, assessed and prioritised through:
o Discussion, review, evaluation and coordination with the Heads of Office
o Gathering information from all offices concerned, preparing an infrastructure budget
o Maintaining an up-to-date inventory of all ICT infrastructure equipment in the countries in the region under his/her responsibility
¿ Supporting an efficient and effective infrastructure that meets regulatory and UNHCR procedures and standards by:
o Monitoring and coordinating the work of all ICT technicians and operator posts in consultation with the respective Heads of Office
o When necessary, negotiating and networking with national and international regulatory bodies to ensure all required permissions to operate UNHCR networks are granted
¿ Ensuring that UNHCR safety planning and measures are supported by communications that meet UN and UNHCR security standards and procedures, by undertaking security assessment missions, with the Field Safety Advisors, to analyse security factors and make recommendations and implement as required
¿ Undertaking regular missions to the countries covered in the region to evaluate current infrastructure, and makes recommendations related thereto. Plans, supervises and manages the  infrastructure in the region ensuring that it is in good working order; Identifies suitably qualified local personnel to manage  the infrastructure
¿ Supporting the deployment and testing new models of infrastructure
¿ Work on IT infrastructure and connectivity matters and provide support when required on other official Field applications in addition to ProGres, Focus, Intranet, etc.

¿ Providing guidance to users on the ICT Governance Board processes and on new projects initiatives in the region

Relationships and Influencing
¿ Coordinating with different agencies and implementing partners on infrastructure related activities. Promotes partnership wherever possible with sister Agencies, NGOs and other operational partners in consultation with Head of UNHCR Offices, UNHCR Deputy Director of the Americas Bureau and  the Head, ICT Field Operations Unit
¿ Liaising and coordinating with different UNHCR offices for logistic support to clear ICT equipment and accessories for speedy deployment
¿ Discussing regularly and coordinating with the UNHCR Representatives and  Deputy Director of  Americas in the region for operational and administrative requirements and
Planning and Decision Making
¿ Developing medium term plans (1-2 years) for the deployment, maintenance and support of ICT infrastructure within the region, with the Head, ICT Field Operations Unit

General
¿ Undertaking other tasks or assignments within his / her area of competence as directed by Chief  of Section

Authority
¿ To approve installation of new or upgraded equipment within area of responsibility
¿ To set priorities for DIST staff within the region
¿ To represent the DIST organisation when working with partners and other agencies
¿ To decide on appropriate resolution of incidents / problems
¿ To escalate issues to supervisor if incident / problem cannot be resolved with scope of responsibility

MINIMUM QUALIFICATIONS AND PROFESSIONAL EXPERIENCE:

No of years experience
¿ At least 8 years of  experience of supporting  infrastructure including six yeasr in supporting field infrastructure
Educational
¿ University degree in ICT or related subject.

Job Experience
¿ Experience of installing and commissioning VSAT, Secure Radio (HF and VHF), Wireless, Field LAN, messaging and cabling technology
¿ Knowledge of different satellite and terrestrial communications and network systems
¿ Ability to provide high quality technical support services in a demanding operational environment that often has short deadlines
¿ Experience in the preparation of training and training materials

Languages
¿ Excellent written and spoken English and Spanish.

DESIRABLE QUALIFICATIONS AND COMPETENCIES:

Job Experience
¿ The incumbent is expected to have an in-depth knowledge on the status refugees/Internally Displaced Persons, their needs, their rights/obligations through first hand experience in operational situations
¿ Further a general understanding of UN/UNHCR reforms and the priority agenda of the organisation
¿ Training on application development methodologies and IT project management are important assets. ERP implementation experiences will be an advantage
¿ Knowledge of the best business practice in the current IT market and institutional knowledge of UNHCR operations

Languages
¿ Working knowledge of French or other UN languages